Guesty
Guesty
Guesty қонақжайлылық саласындағы бизнеске арналған барлығы бір жерде технологиялық платформа әзірлейді. Оның бағдарламалық жасақтамасы қонақжайлылық командаларына күнделікті операцияларды басқаруға, қайталанатын жұмыстарды автоматтандыруға, тиімділікті арттыруға және қонақтарға жақсырақ тәжірибе ұсынуға көмектесетін құралдарды біріктіреді. Арнайы инженерлік командасы мен қонақжайлылық саласындағы терең тәжірибесіне сүйене отырып, Guesty компанияларға операцияларын оңтайландыруға және өсуге көмектесуге баса мән береді.

Senior Customer Success Team Lead - Colombia Remote

Lead a global customer success team at Guesty, an all-in-one hospitality operations platform. Own retention, upsells, account growth, and scalable success programs for SMB customers across the Americas.

Сипаттама

  • Lead and develop global Customer Success Managers against performance goals
  • Run regular reviews and deliver continuous coaching and feedback
  • Use customer data and trends to uncover process improvements and strategic opportunities
  • Present team performance and portfolio health updates to senior leadership
  • Own complex customer escalations while strengthening relationships with key accounts
  • Partner with Operations, Sales, and Onboarding to remove team blockers
  • Create scalable operating processes and digitize the customer journey
  • Coach Customer Success Managers in leading strategic client conversations
  • Increase retention, upsell activity, and account growth across the Americas SMB segment
  • Elevate team standards through high-quality execution, proactive improvements, and effective collaboration

Талаптар

  • Experience managing at least five CSMs in an international B2B SaaS environment
  • Demonstrated success closing upsells while managing a large B2B SaaS account portfolio
  • Strong communication, interpersonal, and strategic-thinking skills, with the ability to align customer success plans to business objectives across cultures and time zones
  • Ability to manage complex customer situations and de-escalate challenging interactions
  • Proficiency with CRM, Customer Success, and business intelligence tools; Salesforce experience is strongly preferred
  • Understanding of the SMB market and its specific challenges is preferred
  • Short-term rental industry experience is a significant advantage

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